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Service Description: Cisco Business Video Optimization Service
This document describes Cisco’s Business Video Optimization Service.
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Related Documents. This document should be read in conjunction with the following documents also posted at
www.cisco.com/go/servicedescriptions/ : (1) Glossary of Terms; (2) List of Services Not Covered; and (3) Severity and Escalation
Guidelines. All capitalized terms in this description have the meaning ascribed to them in the Glossary of Terms.
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Direct Sale from Cisco. If you have purchased these Services directly from Cisco, this document is incorporated into your Master
Services Agreement (MSA) or equivalent services agreement executed between you and Cisco. In the event of a conflict between
this Service Description and your MSA or equivalent services agreement, this Service Description shall govern.
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Sale via Cisco-Authorized Reseller. If you have purchased these Services through a Cisco-Authorized Reseller, this document is
for description purposes only; is not a contract between you and Cisco. The contract, if any, governing the provision of this service
will be the one between you and your Cisco Authorized Reseller. Your Cisco Authorized Reseller should provide this document to
you.
Essential Operate coverage requirement: All Cisco TelePresence equipment must have an active Essential Operate contract.
Service Summary
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The Cisco Business Video Optimization Service provides a Network Support module in support of Cisco’s family of Business Video
products, which includes but is not limited to the following business video technologies: TelePresence, CTS, VCS, TMS, MSE 8000,
Digital Media Suite (DMS), and the Media Experience Engine (MXE).
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Cisco shall provide the Business Video Optimization Service described below as selected and detailed on the Purchase Order for
which Cisco has been paid the appropriate fee. Cisco shall provide a Quote for Services (“Quote”) setting out the extent of the
Services and duration that Cisco shall provide such Services. Cisco shall receive a Purchase Order that references the Quote
agreed between the parties and that, additionally, acknowledges and agrees to the terms contained therein.
Business Video Optimization Service
Cisco’s Business Video Optimization Service consists of the provision of, at a minimum, a Business Video Cisco Services Engineer,
from the Services described below, which Cisco shall provide for the Customer’s Network during Standard Business Hours (unless
stated otherwise). Cisco shall provide the following General Support provisions for all Services selected by Customer under the
Business Video Optimization Service.
General Support
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Designate an engineer (“Cisco Services Engineer”) to act as the primary interface with Customer for its Network.
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Services are provided remotely unless otherwise agreed or pre-arranged.
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Schedule with Customer a meeting to kick off the engagement, review proactive deliverables and activities and to plan for next
quarter Customer specified initiatives. On-site visits will be mutually agreed at Cisco’s then-current travel and expense rates.
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Schedule periodic conference calls (usually weekly) to review Customer’s Business Video system status, planning and the
Services being provided.
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Establish a Customer-specific Cisco email alias to facilitate communication with Cisco Services Engineer and extended
Customer team members.
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Provide certain Data Collection Tools that Cisco identifies as appropriate for Business Video system data collection during the
Term of the Services, provided that all fees due and owing to Cisco under this Appendix have been paid. Data Collection Tools
may or may not include Hardware or Software. Customer acknowledges and agrees that Cisco shall retain full right, title and
interest to the Data Collection Tools. In addition to Cisco provided tools, the Cisco Services Engineer may utilize Customer
provided data, scripts or internal tools to assist in collecting data from the Business Video system.
Architecture Design Review
The Business Video Architecture Design Review service component will provide Customer with a reference architecture “blueprint” to use
as a baseline, for seamless and consistent Business Video deployments. Cisco will provide updates annually to the Business Video
Architecture Design Report based on the quote of the Service.
Cisco Responsibility
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Work with Customer to gather high level business and technical (feature and functional) requirements.
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Create the high-level reference architecture baseline for Business Video.
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Gather requirements through interviews and relevant documentation reviews to understand current business and collaboration
initiatives such as; Call control, feature and functionality requirements including dial plan architecture requirements.
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Compare functional requirements with the available features/functionality of the product to any video conferencing solution that might
currently exist in the Customer’s environment.
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Create the Business Video Architecture Design Review Report providing an assessment with recommendation on the Customer’s
enterprise video architecture based upon the business requirement and Customer’s strategy which may include :
o Scalability (CallManager)
o Interoperability (Tandberg, Polycom)
o Desktop Video
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Present the Business Video Architecture Design Review Report to the Customer.
Customer Responsibility
In addition to the General Responsibilities, Customer shall provide the following:
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Designate a Customer subject matter expert with knowledge of the Customer’s environment/business requirements and the authority
to access the required information
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Schedule key detailed design stakeholders and decision-makers to participate during the interview process.
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Provide Cisco with current network topology (Business Video, telephony components and network infrastructure).
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Notify Cisco of any Business Video and Unified Communications changes that may impact the network
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Provide Cisco requested information within 5 business days.
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Provide a Customer representative that has the authority to interface with the vendors that the Customer has chosen
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Understand that the Business Video Architecture Review will be performed remotely.
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Understands and acknowledges that the following are not covered or a part of the Business Video Architecture Review service:
o Network and Unified Communication hardware, software and network architectures.
o Unified Contact Center hardware, software and network architecture
Stability Audit
The Stability Audit service activity provides analysis of several areas of the Network, including the Business Video and Unified
Communications Network infrastructure design and device health. Review all Cisco Business Video foundational components, applicationspecific configuration, and Software versions based upon adherence to Cisco leading practices. The process will identify deficiencies
within the system that should be resolved to reach a stable environment based on Cisco and industry best practices.
Cisco Responsibility
As part of this Service, Cisco may:
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Conduct interviews remotely with various administrative and operations personnel for information gathering,
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Analyze gathered information and determination of proper Software levels and recommended configuration changes.
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Provide approval from Customer to deploy Cisco and/or third-party tools for network discovery, inventory and performance data
gathering as necessary.
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Gather configuration for any of the following:
o Codec, CTSMAN, CTMS, MSE, CUCM, VCS Control, VCS Expressway, TMS, and other Business Video components which
may be present.
o Where Digital Media Suite is present, collect DMM, DMP, MXE, encoders configurations, recording/content servers such as
CTRS, TCS, and/or interop servers/blades such as MXE, CUVC, TP Servers
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Gather a complete inventory of the current network infrastructure.
o Obtain information from other Cisco teams (such as NOS inventory) if applicable.
o Capture information through examination of network components along -BV PATH and data, identify deficiencies based on
analysis of that data in each of the following applicable components and applications:
o Infrastructure Network Audit for BV Path. The number of paths analyzed per year is specific to the quote for these Services.
o Infrastructure Network Topology
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Network Devices (Routers and Switches) QoS configuration, Network Services (DNS, DHCP, NTP clock)
Network Utilization or Latency, Jitter and Packet Loss report
Business Video Solution Component Audit:
Codec configurations
CUCM Server Hardware and Software Configuration
CTSMAN, TMS configuration
CTMS configuration, meeting stats, and SLA analysis for optimized location of CTMS in the network
Component redundancy analysis and configurations
Review CTMS resource optimization, VCS Control, VCS Expressway, TMS resource
optimization
VCS/Gatekeeper/Firewall Traversal/Neighboring
Dial Plan
For Digital Media Suite - DMM, DMP, SnS, MXE
Create and analyze Stability Audit Report based on the network data collected.
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Present the Stability Audit Report and provide recommendation to the Customer.
Change Support
The Cisco Service Engineer will provides remote assistance to Customer to prepare for pre-scheduled change Management windows to
include best-practice recommendations for changes to the Business Video environment that Customer elects to perform. No onsite
assistance is provided under the Change Support and any request to perform such is subject to Cisco’s sole discretion and Customer will
be responsible for any costs associated with such onsite visit.
Cisco Responsibilities
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Review Method of Procedure (MOP) documents prepared by Customer.
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Provide recommended changes to the MOP based on best practices for implementing, testing and/or backing out the planned change.
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Participate in any post-change reviews or post mortems to assist with the continuous improvement of Customer’s change
management process.
Customer Responsibilities
In addition to the General Responsibilities, Customer shall provide the following:
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Prepare the MOP document which will include the steps required to prepare for, execute, test and back out the change.
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Participate in a collaborative review of the MOP with the Cisco engineer
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Schedule, commit resources for, and execute the planned change.
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Conduct post-change review.
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Service will be delivered remotely.
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Customer understands that Change Support will be performed remotely and Cisco Services Engineer will work cases during Standard
Business Hours.
Incident Management Service
The Incident Management Support Service provides assistance with Cisco TAC escalations related to the Customer‟s Business Video
Solution. The Cisco project manager will assign a Cisco Services Engineer to review the documented open events and cases with the
TAC organization, track to resolution, while keeping Customer apprised of the progress and document findings including root cause
analysis and recommendations. Customer must open a trouble ticket through Cisco TAC. Customer should notify the Cisco Services
Engineer of the specific trouble ticket to track.
Cisco Responsibilities
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Provide TAC Escalation assistance after the Customer follows the proper TAC procedures and proper escalation process.
Collaborate with Cisco TAC regarding the Customer’s Business Video environment to assist Cisco TAC and Business Unit (TTG,
MXABU, DMSBU) in resolving the incident.
The project manager will assign a Cisco Services Engineer to remotely track and help with the resolution of the issue(s) related
Business Video components only.
The Cisco Services Engineer will provide remote support to Customer in dealing with open S1 and S2 cases. The Cisco Service
Engineer will monitor, assist and escalate when necessary to help resolve these issues. Cisco TAC is responsible for the case.
Customer will be able to rate their TAC experience with the Customer Satisfaction Survey, and that the case is opened with the
correct contract for RMA or Software upgrades
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Customer Responsibilities
In addition to the General Responsibilities, Customer shall provide the following:
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Users contacting the Customer’s support desk or resolution center for assistance in connection with their Business Video Network or
service problems or issues.
Open a ticket with Cisco Technical Assistance Center and Cisco TAC has performed diagnostics prior to contacting Cisco Services for
support.
Notification to Cisco Service of the open ticket needing assistance and provide Cisco TAC case number
Customer shall not escalate any Business Video problems or issues until Cisco TAC has performed diagnostics.
Customer understands that the Incident Management Support Service will be performed remotely and Cisco Services Engineer will
work cases during Standard Business Hours.
Customer understands and acknowledges that the following are not provided or a part of the Incident Management Support Service:
o Cisco Services Engineer does not make any changes to the Customer production environment.
o S3/S4 TAC cases.
o Onsite presence for TAC case support
o Incident Management Support does not replace Cisco TAC Support services.
Proactive Software Recommendation & Software Security Alerts
Cisco Responsibility
Proactive Software Recommendation- The service evaluates and identifies the current Software levels ability to meet current and future
requirements. This activity also assesses how scheduled events such as Hardware and Software upgrades would impact the current code
and establishes the process and the frequency of proactive code upgrades. Service may include:
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Obtaining the Customer Software inventory.
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Gathering Customer provided Software information, feature/functionality and capability requirements.
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Evaluating the installed Software releases and new levels for interoperability issues and the ability to support current and future
business and technical requirements.
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Determine and communicate a Software strategy identifying the appropriate Software releases for the Customer.
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Determine the upgrade strategy for the Business Video solution based on the Customer’s operational requirements.
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Conduct the Software Recommendation Release Workshop to review assessment findings and present recommendations.
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Present Software Recommendation Release Report to the Customer.
Proactive Analysis of Security Advisories -(PSIRTs) Proactive analysis of the security advisories which Cisco generates when security
issues are uncovered that may impact the Networks in which Cisco products operate. PSIRTS include the necessary action to repair
and/or protect the Network from these issues. After Cisco publicly releases the security advisory, the assessment is delivered to the
Customer via the Software Security Alert (“SSA”). Cisco will provide an analysis of the vulnerability and its resolution with regard to its
possible impact on the Customer’s Business Video solution.
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Performing analysis of PSIRT notifications which might have impact on the Customer’s Business Video solution.
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Depending on the proposed PSIRT resolution, Cisco Services Engineer may:
o Provide recommendations and any testing appropriate for Customer deployed solution.
o Perform testing in the Customer’s lab environment.
o Review similar environments and correlate features and code.
Customer Responsibility
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In addition to the General Responsibilities, Customer shall provide the following:
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Provide details of its current Software release and Hardware version for Business Video solution components (for example, MSE,
VCS, TMS, CTSMAN, CTMS, CUCM, DMS – DMM, DMP, MXE and encoder(s); if applicable.
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Provide high-level architectural drawing that shows where components are located (for example, geographical location or location
within the Network).
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Provide configuration description for each of the key components.
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Provide detailed requirements and objectives for the Customer’s Network that include but are not limited to scalability, security and
manageability.
Remote Upgrade Support
The Remote Upgrade Support service component provides upgrade support to Customers through a documented plan augmented by
remote upgrade assistance via the Customer’s preferred communications channel (phone/email/IM). This service provides support in
upgrading one or more of the following components of the Business Video solution:
MSE, VCS, TMS
CTS Codec’s
CTSMAN
CTMS
CUCM
DMS – DMM, DMP, MXE,and encoder(s)
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Cisco Responsibility
As part of this Service, Cisco may:
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Obtain the Customer Software inventory of all business video solution components, and any dependencies for third party
components integrating with the Business Video system such as; SBC, firewall, third party providers, Microsoft Exchange, Microsoft
Lync, Lotus Notes, active directory.
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Provide a Upgrade Management Plan report that will include the following items:
o Written procedures for hardware and software updates, upgrades, modifications.
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Provide an estimated amount of time required to perform the upgrades
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Work with Customer to provide relevant data points for any change management maintenance windows that need to be
scheduled or processed.
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Document all running versions of all dependent products
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Inventory of all operations and running applications to ensure they were working as anticipated.
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Create an Acceptance Test Plan for Customer review based on the type of updates, upgrades, modifications
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Identify and recommend any new parameters per Customer requirements in the Software
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Provide a contingency plan
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Cross reference all releases to ensure no bug related issues will arise
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Cisco will have an escalation path already identified with the Cisco product engineering team. This is in addition to the pro-active
TAC case
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Cisco Services Engineer will be available during maintenance window for real-time assistance and support. Customer must
schedule 21 days in advance.
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Work with Customer to assist in validating the functionality after the upgrade and assist TAC/RMS in troubleshooting any issues
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Present the Upgrade Management Plan Report and Acceptance Test Plan.
Customer Responsibility
In addition to the General Responsibilities, Customer shall provide the following:
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Provide primary and secondary contacts throughout the upgrade project planning
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Provide IT implementation contact and resource commitment
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Customer to ensure any LAN/WAN or other engineering team contacts are identified and available if access to devices is needed for
troubleshooting or upgrade assistance.
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Provide Cisco with validation of recent backup and access to backed up configurations/images
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Provides onsite/remote access to network devices if required.
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Ensure maintenance windows have been approved, and comply with the estimated time the Cisco Services Engineer has
recommended. Provide Cisco with most recent network design
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Assist with post-upgrade validation and testing
Knowledge Transfer and Mentoring
The Knowledge Transfer and Mentoring service component allows the Cisco Services Engineer to have direct and interactive
communication with the Customer. Based on intimate knowledge of the Customer’s business requirements and deployed architecture, the
Cisco Services Engineer may develop customized informal training material or topics of interest tailored to the Customer’s need. This
knowledge transfer is not meant to replace any authorized Cisco classes.
Cisco Responsibility
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Provide annual technical update meetings and/or and mentoring services for Customer’s personnel, based on a specific number of
sessions as contracted.
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Cisco and Customer will jointly determine an appropriate format and delivery method that may include but shall not be limited to using
a shared medium via the Internet, teleconference, and/or onsite. The maximum number of students at any one time shall not exceed
ten (10).
Customer Responsibility
In addition to the General Responsibilities, Customer shall provide the following:
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Provide Cisco with not less than three (3) weeks prior written notice of a training or mentoring requirement where the delivery of the
training or mentoring is to be in a classroom whether or not based at Cisco’s or Customer’s facility.
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Ensure that Customer’s personnel attending any training or mentoring session meet pre-requisites notified by Cisco to Customer.
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Participate in pre-training or pre-mentoring conference call in the event Cisco determines that further information about Customer’s
requirements is needed to enable Cisco to deliver a more focused and tailored training or mentoring session.
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Provide adequate facility capable of supporting training or mentoring sessions and provide resources necessary to support such
sessions
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Must provide Cisco Project Manager at least ten (10) days notice of cancellation or reschedule of training or mentoring session. No
notice or less than ten (10) days notice will forfeit the session..
Project Management
Designate a Cisco project manager (“Cisco Project Manager”) to act as the primary interface with Customer for the Business Video
Optimization Service. The Cisco Project Manager will designate Business Video engineer(s) (“Cisco Services Engineer”) to provide
ongoing support, advice and guidance in connection with Cisco’s Business Video technology and architecture issues. Project
management activities as described below are provided as a part of any of the service elements selected under this Service Description.
Cisco Responsibility
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Single point of contact for project managing Business Video Service related activities.
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Schedule/Coordinate optimization project kick-off meeting (meeting delivered remotely).
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Project governance and project kick off presentation
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Create and review 90 day activity plan with the Customer.
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Review the program guidelines, deliverables, expectations and present project schedules and baseline project plan if created.
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Manage Cisco deliverables for Business Video Optimization related services.
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Establish a Customer-specific Cisco email alias to facilitate communication with Cisco Services Engineer.
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Communicate Business Video activities updates on regular interval agreed upon by the Customer and Cisco.
Schedule/Coordinate weekly/bi-weekly update calls and quarterly conference call meetings with Customer to review
project status, deliverables and ongoing project planning (remote).
Customer Responsibilities
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Designate project manager to coordinate activities with Cisco project manager and technical engineers.
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Schedule resources to attend meeting and assist Cisco when tasks require Customer support.
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Provide list of personnel for email distribution of information.
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Establish a rolling 90 day activity plan.
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Review all deliverables submitted by Cisco Project Manager.
Business Video Planning Service
The Business Video Planning Service (change management) assists the Customer in balancing the building blocks of successful video
implementations by considering people, process, and technology. The Planning Service focuses on organizational and technology
effectiveness and delivers a usable, graphical and detailed baseline analysis of a customer’s video management operational environment.
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Cisco Responsibility
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Gather Customer-provided documentation to allow Cisco to understand Customer’s Business Video vision, strategy and architectural
evolution
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Coordinate with Customer on scheduling Customer interviews with nominated Customer business functions as stated in the Cstomer
quote.
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Conduct interviews with Customer designated technology and business stakeholders to confirm Cisco’s understanding of the
Customer provided information on Customer’s Business Video vision, strategy and architectural evolution.
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Analyze and Evaluate the Customer’s business management activities including processes, metrics, reporting and technology
applications to establish a maturity level baseline. The Video capability Maturity Model is broken into the following five levels:
Level 1 – Adhoc (no video adoption process)
Level 2 – Repeatable (no video strategy/roadmap)
Level 3 – Defined (video strategy roadmap/defined)
Level 4 – Managed (video strategy roadmap followed and implemented)
Level 5 – Optimized (video strategy roadmap improved and optimized on continuous basis)
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Conduct change management workshop and Customer interviews to discuss the development of the change and communication
management plan, including required stakeholder participation.
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Document the findings and outcome of the workshops and interviews and craft a Business Video Planning Executive Readout Report
which may include the following:
o Process Adoption Review Plan including short and long-term roadmap; Customer metrics and benchmarks, and hypothetical
return of investment (ROI) opportunities.
o Documented change management information gathered, which may include process changes, technology, people changes,
recalibration of metrics and benchmarks, and policy alignment related to Customer’s video projects.
o User-based usage, targeted adoption, sample training materials, and training program plan which is documented in the
communication plan.
o Communications plan document which provides positioning, prioritizing and targeting customer end-user population
o Proposed release schedule for planned communications and training.
o Sample communications, event materials supporting video awareness days, and facilitated communication sessions.
o Document next steps for future planning, such as for any pilots, architecture, Medianet readiness, and plan, design,
implementation (PDI) services, with recommendations (if any) on next-steps and high-level action plan to realize benefits
identified throughout the service.
o Develop recommendations for next step for Customer to capture opportunity
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Present the Business Video Planning Executive Readout Report to the Customer.
Customer Responsibility
In addition to the General Responsibilities, Customer shall provide the following:
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Identify the Customer stakeholder responsible for the business video Planning Service
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Customer is responsible for identifying and scheduling meetings with key personnel representatives that should include executive
sponsors, administrators, supervisors, human resources, IT and other telecom management related to the project.
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Provide information and related assumptions to assist Cisco with the evaluation of the targeted communication method.
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Participate in meetings and interviews to provide information and documentation on the communications plan.
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Review the Business Video Planning Executive Readout Report with Cisco.
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Business Video Strategy Consulting
The Business Video Strategy Consulting Service gathers information related to Customer current and planned business video service,
Cisco will work with the Customer through workshop and interviews to develop Business Video Strategy Executive Readout Report; this
report includes: ROI Use cases, a Use Case Prioritization Matrix, and a Business Video Roadmap capabilities
Cisco Responsibility
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Create a draft strategy questionnaire which shall form the basis for gathering information from Customer during the discovery
workshop and interview meetings.
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Coordinate with Customer on scheduling Customer interviews with nominated Customer business functions as stated in the customer
quote. Identify and document Customer’s current and future video capabilities
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Conduct the interviews with Customer designated technology and business stakeholders to collect information on short and long term
technology strategy, future business goals and objectives and other pertinent information necessary to define up to five (5) ROI use
cases with five (5) year models, including net present value (NPV), internal rate of return (IRR), and breakeven analysis containing
high level business processes that address Customer specific business imperative priorities, and challenges
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Analyze Customer business and technical requirements; and, develop a baseline of current and planned video infrastructure and
video system components, including documenting the Customer’s planned video system components
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Create a Business Video Strategy Executive Readout Report based on the findings and outcome of the workshops and interviews
and which shall include the following:
o The analysis of the Customer’s business and technical requirements and develop a baseline of current and planned video
infrastructure and video system components, including documenting the Customer’s planned video system components.
o Developed and documented ROI models based on data collected.
o Documented use cases and evaluation of their priority of implementation in a Use Case Prioritization Matrix. Prioritization of use
cases will be based on ease of capture and impact.
o A mapping of Business Video capabilities required as demonstrated in the Use Cases.
o A Business Video Capabilities Roadmap based on current capabilities and agreed prioritization of Use Cases and, which
identifies the Customer’s current and future video capabilities based on Use Case requirements, gap analysis, and architectural
assumptions.
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Present the Business Video Strategy Executive Readout Report to the Customer.
Customer Responsibility
In addition to the General Responsibilities, Customer shall provide the following:
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Provide upon Cisco’s request, Customer’s business plans describing goals, objectives, growth and metrics guidelines related to the
project.
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Participate in interviews to validate, expand, and develop most relevant business use cases.
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Participate in discussions to identify, validate, and documenting Customer’s current video capabilities which include client
architectural and network constraints.
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Provide information on business imperative priorities and challenges.
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Provide Customer designated technology and business stakeholders to determine evaluation criteria for prioritizing the
implementation of use cases.
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Identify the Customer stakeholder responsible for the preparation of the business and financial plan.
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Identify and schedule personnel to participate in interviews to validate and expand ROI use case selection, including key personnel
such as, executive sponsors and key stakeholders, video management, information technology (IT), telecom representatives, and
any other stakeholders related to this project.
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Provide upon request, business plans describing the goals, objectives, growth, and metrics guidelines related to video projects.
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Review with Cisco the Executive Summary Readout/ Report, providing comment and approval before it is formally completed and
released.
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Reviewing the Business Video Strategy Executive Readout Report with Cisco.
TelePresence Analysis and Reporting Service Consulting (TARS)
Cisco TelePresence Analysis and Reporting Service (“TARS”) provides Customers with access to the TARS portal to generate reports for
managing their Business Video network rooms and endpoints. The Services include twelve (12) months of access to the TARS portal,
portal activation, report setup, configuration changes, testing, and training.
Cisco Responsibilities
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Provide TARS Welcome Package to Customer defining the pre-requisites, activation activities and detailed information for accessing
the TARS Support Center over the duration of Services.
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Schedule and conduct a kick off meeting with Customer designated representative(s) personnel to review the TARS Welcome
Package and TARS Customer Questionnaire Form
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Review with the TARS Customer Questionnaire Form for completeness prior to Cisco performing the initial setup activities.
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Provide Customer the with TARS Welcome Package prior to the kick off meeting.
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Conduct a review of Customer’s current Business Video report output in order to understand specific requirements for Customer
templates.
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Perform configuration activities to include: defining the TARS instance; service re-configuration; client re-configuration; re-installation;
debugging of any of the service components; and integrating Customer’s data using the snapshot of existing data provide by the
Customer.
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Work with Customer to test and customize (if necessary) the data extraction transformations based on the TARS Customer
Questionnaire.
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Work with Customer to implement a reporting hierarchy (tree view of endpoints and infrastructure devices).
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Install and enable data extraction agent in test mode via VPN.
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Perform activities to manage the transition of portal into production mode.
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Conduct one (1) four hour knowledge transfer session with up to three (3) Customer designated personnel responsible for TARS.
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Conduct testing of TARS with the Customer by having Customer run reports and identify any outstanding issues needing resolution
prior to TARS production mode acceptance.
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Review the annual support as defined in Customer TARS Welcome Package including: a) Instructions for Customer to contact the
TARS Support Center not Cisco Technical Assistance Center (TAC) for TARS reporting support; b), TARS technical remediation and
TARS reporting advice and TARS report guidance only; c) 24-hour 7-day a week access limited to duration of Service for Customer to
open a Case with the TARS Support Center; d) TARS Support Center will make reasonable commercial efforts to respond to
Customer within one (1) hour for all Cases received during Standard Business Hours. For cases received outside Standard Business
Hours, Cisco will respond no later than the next business day. Standard Business Hours are 9:00 a.m. to 9:00 p.m., Eastern Standard
Time, Monday through Friday, excluding Cisco-observed holidays.
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Supply the appropriate level of technical engineers support with knowledge of the TARS Software remotely for TARS problem
resolution only.
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Provide full backup services nightly, and retain one (1) week of backup copies or duration of TARS Support Services.
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Deliverable:
Business Video TelePresence Analysis and Reporting Welcome Package
TARS Customer Questionnaire
Customer Responsibilities
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Designate at least two (2) but not more than three (3) technical representatives, to act as the primary technical interface to Cisco.
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Identify and schedule personnel to participate in meetings to discuss the TARS requirements including key personnel such as,
executive sponsors and key stakeholders, video management, information technology (IT), telecom representatives, and any other
stakeholders related to this project.
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Complete and return the TARS Customer Questionnaire to Cisco five (5) Business Days prior to the kick off meeting.
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Participate with Cisco in the review of the TARS Welcome Package and TARS Customer Questionnaire.
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Participate in discussions and provide Cisco with Business Video business plans describing goals, objectives, growth and metrics
guidelines, which include client architectural and network constraints.
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Review with Cisco the existing Business Video report output and specific requirements for TARS Customer templates.
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Participate in configuration activities, including service re-configuration, client re-configuration, reinstallation, and debugging of any of
the service components.
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Assist Cisco with loading TARS Data Extraction Agent on Customer’s TelePresence Management Server.
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Participate in TARS testing by running reports and identifying any outstanding issues needing resolution prior to system acceptance.
o
Provide Cisco with remote access to the TARS agent(s) through a secure method such as VPN or collaboration session such that
problems may be diagnosed and corrected remotely.
o
Contact the Cisco TARS Support Center directly (not Cisco TAC) to open a trouble ticket and obtain operation support for limited to
duration of Services at the following:
or 978-443-5549 Option 1.
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Annual support renewal through Cisco will be required in order for Customer to continue to have TARS portal access after expiration
of the initial twelve (12) months of support included in the scope of this SOW.
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Provide knowledgeable resources to help with questions and problem resolution.
Assumptions
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All Services will be provided remotely to Customer locations, unless otherwise agreed in writing by Cisco.
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Customer will be notified by Cisco regarding renewal of TARS up to forty-five (45) days prior expiration date. If Customer does not
renew the service, Customer will be responsible for the shutdown and removal of the Data Extraction Software. Cisco will assist
Customer with Data Extraction software shutdown and removal.
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Requests for additional creation of specialized report template and training will require a separate pricing and agreement.
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All services will be provided in the English language unless otherwise agreed to by Customer and Cisco.
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TARS requires CUCM (8.5) and TMS (13.x) or higher.
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If Customer desires renewal of the Cisco TelePresence Analysis and Reporting software beyond the initial duration of Services,
Customer will be required to access renewal through Cisco sales.
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Customer is responsible for determination of its requirements, and Customer shall retain overall responsibility for any business
process impact and any process change implementations.
o
All information (including but not limited to: designs, topologies, requirements) provided by Customer is assumed to be up-to-date and
valid for the Customer’s current environment. Services described herein are based upon information provided to Cisco by Customer
at the time of delivery of the Services.
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Cisco may provide Customer with Software to assist with problem diagnosis and/or resolution. Such Software is the property of Cisco
and Customer will be required to return the Software to Cisco promptly upon request.
o
Resolution of problems that are diagnosed by Cisco to be enhancement requests or changes by Customer to the TARS system
configuration, for which the TARS was developed, will require a separate Statement of Work.
TelePresence Analysis and Reporting Consulting Service (TARS-C)
The Cisco Business Video TelePresence Analysis and Reporting (“TARS”) Consulting Service provides Customer with advice and
guidance on the creation and configuration of additional TARS hierarchy report templates beyond the templates deployed. The consulting
services also include additional analysis and reporting training for Customer support staff.
Note: Customer must have purchased TelePresence Analysis and Reporting Service (TARS) from Cisco Services before Cisco Services
can perform any consulting work on TAR report templates or conducting any training.
Cisco Responsibilities
o
Review with Customer the existing TARS report output and specific Customer templates.
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Schedule a conference call with Customer to determine the additional TARS Hierarchy report template requirements.
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Create or modify additional TARS Hierarchy report template(s) (the TARS template) based on the Customer’s requirements and
perform any configuration modifications if required.
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Evaluate new or modified TARS Hierarchy reports template(s) in test mode prior to placing into production.
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Deliverable: TARS Hierarchy Template(s)
TARS Training. In the event additional TARS Training is purchased, Cisco will:
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Schedule a remote meeting to discuss Customer’s training requirements.
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Schedule training date(s) to conduct remote training with Customer designated personnel.
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Request access to VPN and systems needed to conduct training sessions.
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Conduct training session with Customer designated personnel responsible for TARS.
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Submit TARS Training Satisfaction Survey upon completion of the training session(s).
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Deliverable: TARS Training Satisfaction Survey
Customer Responsibilities
In addition to the General Customer Responsibilities, Customer will provide the following:
o
Identify and schedule personnel to participate in meetings to discuss new TARS templates, including key personnel such as,
executive sponsors and key stakeholders, video management, information technology (IT), telecom representatives, and any other
stakeholders related to this project.
o
Review with Cisco to understand the existing Cisco TARS report output and specific Customer templates.
o
Provide upon Cisco’s request, Customer’s business plans describing goals, objectives, growth and metrics guidelines related to
Business Video.
o
Access the TARS Portal to review and test the newly created or modified TARS Hierarchy report template(s) to ensure they meet the
requirements as defined.
o
Participate in TARS Hierarchy report testing by running reports and identifying any outstanding issues needing resolution prior to
system acceptance.
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Provide confirmation that the TARS Hierarchy reporting functions per Customer design by accepting the relevant Milestone
Completion Certificate provided by Cisco.
TARS Training.
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Participate with Cisco in a remote meeting to discuss Customer’s training requirements.
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Identify and schedule personnel to participate in the TARS Training
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Provide VPN and systems access if required by Cisco to conduct training sessions.
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Complete and return the TARS Training Satisfaction Survey upon completion of the training session(s).
Assumptions
o
Customer must have purchased TARS from Cisco before Cisco can perform any consulting work on TARS Hierarchy report templates
or conduct any training.
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Consulting Services will be provided remotely to Customer locations, unless otherwise agreed in writing by Cisco.
o
Additional TARS Hierarchy reports do not extend the annual support service but become included into the current service support
service.
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